Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
You work in Mondelēz International Digital Services, providing front-line support in your area of responsibility, guiding employees through specific processes and working with others to direct and resolve issues and enquiries.
How you will contribute
You will serve as the first point of contact for questions relating to your process area of responsibility, providing high-quality and timely customer service and ensuring that all requests are fully understood. In this role, you will work within service level agreements, communicating when cases are escalated. In addition, you will be responsible for the accurate collection of case details and employee data, provide general information on policies and procedures, and answer questions based on FAQs. You will also be asked to provide feedback and propose improvements in your area of responsibility and to record and track cases in the case management system, assigning a severity level and following through to ensure that cases are resolved and that service level agreements can be measured and improved. This role requires you to comply with quality assurance and data protection activities.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:
- Customer service
- Working in a shared service organization
- Working with case management systems
- Your area of process specialism
- Active listening skills
- Asking questions based on end-user scenario and judgment skills to respond to all types of employee-related questions
- Multi-tasking and managing a fluctuating workload
- Operational excellence
More about this role
My Work and Life team, part of our People Services HR Shared Service Center (SSC), delivers essential HR administration across the employee lifecycle. We collaborate closely with the business and other People Services workstreams to uphold HR policies, ensure seamless service delivery and foster a culture of continuous improvement and operational excellence.
Key Responsibilities
- Execute HR processes in strict accordance with Standard Operating Procedures (SOPs) and corporate policies.
- Maintain expert knowledge of systems (Workday, ServiceNow) to provide timely, high‑quality service.
- Act as the primary point of contact for general and specialized HR inquiries, delivering clear and accurate solutions.
- Perform data updates and system transactions when self‑service is unavailable, ensuring full SOP compliance.
- Research and analyze employee queries to drive effective resolutions.
- Manage personal data in line with GDPR and internal audit requirements, including secure deletion of sensitive records.
- Cultivate strong partnerships with key stakeholders-People Leads, Talent Acquisition, People Experience, My Pay and My Rewards.
- Collaborate flexibly across SSC teams to address volume fluctuations, case complexity and time‑zone differences.
- Partner with your manager to design and implement process enhancements that elevate the employee experience.
- Proactively identify operational gaps, propose solutions and drive continuous follow‑through.
What You Will Bring
- Proven critical‑thinking and problem‑solving skills.
- A growth‑oriented mindset with a strong eagerness to learn.
- Genuine enthusiasm for working with people and building positive, long‑term relationships.
- Exceptional attention to detail and commitment to customer centricity.
- Resilience in a fast‑paced, multicultural environment.
- Practical experience with case‑management systems (ServiceNow, Workday).
- Fluent in English and German languages at B2-C1 level.
***Previous HR, customer‑service or administrative experience in an SSC/BPO setup is a plus.
What's in It for You
Join Europe's leading snacking company-home to iconic brands such as Cadbury, Oreo, belVita, Marabou and LU-across 48 markets.
In Romania, you'll embark on an exciting, progressive career and enjoy a comprehensive benefits package, including:
- Private medical coverage for you and your family
- Meal vouchers
- Life and disability insurance
- Transportation allowance
- Complimentary company products
- Access to our Stay Fit wellness program
- Invitations to special family events
- And many more tailored perks
Job specific requirements:
Hybrid way of working
The responsibilities of this position are performed within the framework of a regional business model that is defined and managed by Mondelēz Europe GmbH, Switzerland.
No Relocation support available
Business Unit Summary
Mondelēz International, Inc. empowers people to snack right in over 150 countries around the world. We are leading the future of snacking with mouth-watering iconic brands such as Oreo, belVita, LU and Ritz biscuits; Cadbury Dairy Milk, Green & Blacks, Milka and Toblerone chocolate; Philadelphia and Dairylea cheese; and Maynards Bassetts, Trebor and Trident gums. Our more than 80,000 colleagues around the world are key to the success of our business. Great people and great brands. That's who we are. Join us on our journey to continue leading the future of snacking around the world by offering the right snack, for the right moment, made the right way.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Service Operations (Delivery)
Global Business Services
Skills Required
- Fluent English at B2-C1 level
- Fluent German at B2-C1 level
- Practical experience with case-management systems, including ServiceNow and Workday
- Customer service experience
- Experience working in a shared service organization
- Knowledge of the relevant HR process area
- Active listening and judgment skills for responding to employee inquiries
- Ability to multitask and manage fluctuating workloads
- Critical-thinking and problem-solving skills
- Attention to detail and customer-centricity
- Previous HR, customer-service, or administrative experience in an SSC/BPO environment
Mondelēz International Compensation & Benefits Highlights
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Retirement Support — 401(k) offerings are portrayed as robust, with a competitive employer match and, for some groups, an additional base company contribution. Perceptions of the plan are favorable, and defined-contribution coverage spans eligible salaried, non-union, and union employees.
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Parental & Family Support — U.S. policies include 10 weeks of paid parental bonding leave for primary and secondary caregivers, plus adoption and surrogacy assistance. Arrangements differ by country and union contract, but the leave program is repeatedly noted as a strong point.
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Leave & Time Off Breadth — Paid time off is described as generous, with vacation/PTO plus holidays, sick leave, bereavement, and volunteer time. This breadth is frequently called out as a core strength of the package.
Mondelēz International Insights
What We Do
Mondelēz International, Inc. (NASDAQ: MDLZ) is an American multinational confectionery, food, and beverage company based in Illinois which employs approximately 90,000 individuals around the world. Our Purpose Our purpose is to empower people to snack right. We will lead the future of snacking around the world by offering the right snack, for the right moment, made the right way. Our Brands We’re leading the future of snacking with iconic brands such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. Our People Our 90,000+ colleagues around the world are key to the success of our business. Our Values and Leadership Commitments of Love our Consumers and Brands, Grow Every Day, and Do What's Right shapes our culture – what we believe in, stand for, and what guides our actions and decisions. Great people and great brands. That’s who we are. Our Strategies We are uniquely positioned to lead the future of snacking with strong leadership in our categories, an unparalleled portfolio of global and local brands, and a solid footprint in fast-growing markets. Aimed at delivering sustainable growth, our strategic plan is centered around three strategic priorities: • Growth: accelerate consumer-centric growth • Execution: drive operational excellence • Culture: build a winning growth culture
Why Work With Us
We offer passionate, energetic and curious people a huge choice of careers in our fun, fast-paced, global business. We operate in four regions: Asia, Middle East & Africa; Europe; Latin America; and North America. And in over 80 countries our people are united in a common purpose to empower people to snack right.
Gallery
Mondelēz International Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
#TeamMDLZ Flexible Working Pledge: We Trust each other to work flexibly and productively We show Empathy, encouraging belonging and connection We are Mindful of making space and taking time
